Customer Service Issue Resolved

[Tim Scott]

Hi guys see email thread below. So much for customer support!

"Sorry we do not stock extra sheaths for the Aqua salts and do not sell sheaths. I can give you the information of a few sheath makers but they are all here in the US.

Thank you and have a great day,

Charlynn
Spyderco Customer Service/Warranty/Repair

“Integrity is being good, even if no one is watching”™

From: Tim Scott [mailto:timsco1@gmail.com]
Sent: Tuesday, September 13, 2016 6:20 AM

To: CustomerService
Subject: RE: Registration and sheath issues

Hi Charlynn,

Climbing up the harbour ladder today, my aqua salt caught on something and the sheath snapped off. Fortunately, the knife dropped down into the deck, but the sheath dropped into the water and disappeared. Could you send a replacement sheath please?
Regards,
Tim."

[tvenuto]

So...you broke part of an item, and you want the manufacturer of said item to replace that part free of charge?

[slick228]

Hi guys see email thread below. So much for customer support!

"Sorry we do not stock extra sheaths for the Aqua salts and do not sell sheaths. I can give you the information of a few sheath makers but they are all here in the US.

Thank you and have a great day,

Charlynn
Spyderco Customer Service/Warranty/Repair

“Integrity is being good, even if no one is watching”™

From: Tim Scott [mailto:timsco1@gmail.com]
Sent: Tuesday, September 13, 2016 6:20 AM

To: CustomerService
Subject: RE: Registration and sheath issues

Hi Charlynn,

Climbing up the harbour ladder today, my aqua salt caught on something and the sheath snapped off. Fortunately, the knife dropped down into the deck, but the sheath dropped into the water and disappeared. Could you send a replacement sheath please?
Regards,
Tim."

You created an account for this...

[Skidoosh]

It is frustrating and I'm a bit surprised they don't have extra sheaths. I would encourage you to make one. Using kydex is simple and would not cost much at all.

[Sirens1]

Doesn't kydex float? Bummer, but I would not feel entitled to a free sheath if I lost or broke one.

[Cogito]

I could see your frustration about not being able to buy a new one, but I don't understand why you would think that they would give you a free one.

[slick228]

It is frustrating and I'm a bit surprised they don't have extra sheaths. I would encourage you to make one. Using kydex is simple and would not cost much at all.

I think Tim is looking for a free replacement sheath to the one he broke/lost. I don't think he is interested in making or purchasing a sheath.

[bearfacedkiller]

Spyderco has most of their sheaths made by Sheathpro. I assume that is one of the contacts they gave you. They are good people so if you want a factory style sheath I would contact them. Otherwise there are many skilled sheath makers out there.

Do you believe that the sheath was defective? Did you tell them that? If the sheath was not defective then I am unsure what you want from the manufacturer. They only cover defective products and do not cover damage, neglect or wear. Unfortunately sometimes in life lessons are learned the hard way. I am sorry your sheath broke but all you can do is replace it and try not to do that again.

[Cujobob]

It's a bit disappointing that they cannot sell replacement parts (they have a ton of knives, though and are constantly making more), but I wouldn't expect that to be covered under warranty. That said, you can find plenty of folks who do kydex work these days.

[Blerv]

People make Kydex sheaths all over the world which are superior to the injection molded ones Spyderco makes. Many generic leather ones would even work and you don't have to worry about the corrosion aspect with H1.

Since sheaths aren't a wear item and are usually secured to a belt it's seldom they go missing. It would annoy me more if they were constantly making parts that didn't wear out as they have to pay for it somehow. Likely by hiking the MSRP for people who just need one of each.

[DutchBlades]

If you ask me, you should be grateful that she wanted to help you out with contacting third parties making the sheath. This isn't something she or Spyderco as a company has to do or benefits from in any way.
She did everything she is supposed to do and more.
That's service.
Besides that, you can't really call out a company for having a finite stock of items instead of keeping a million copies of everything they make in case of user errors.

[jabba359]

While I am surprised that Spyderco doesn't carry any replacement sheaths for the Aqua Salt (seeing as how at least the black coated versions are current products), I don't understand how *not* having extras is considered a "disservice".

[Holzfaeller]

Losing the sheath and saving the knife is the better outcome.

[BTG]

And I assume, that's why fixed blades at the seconds sale don't have sheaths..if it's not going to be normal retail they don't even have a sheath made for it....like she said we don't do sheaths...I guess he wanted her to lie to him....sure, got one right here, it'll be in the mail this afternoon...bye.

[ArmaliteKnight]

So...you broke part of an item, and you want the manufacturer of said item to replace that part free of charge?

Your gif makes me so happy...

[demoncase]

I tried a similar tack with a different manufacturer and got a similar answer:

Dear Volvo.

I was driving down the road and caught the fender of my S60 on a roadsign and it broke off.
Can you send me a free new one please?

Love and kisses- Jon

[SpyderNut]

Hi Tim,
Sorry to hear about your sheath. In all fairness, I would not classify Charlynn's response as being a customer "disservice." I think any reasonable person would likely agree that supplying free replacement sheaths (or other free parts, for that matter) is not a sound business plan. There are several companies (and also private individuals) who provide excellent sheaths that are quite reasonable in cost. Our own member, Studey, does a spectacular job with custom Kydex sheaths.

Welcome to the forum, too. :)

[Water Bug]

I think Charlynn provided the OP with outstanding customer service. She needs to be thanked for her efforts.

As far as I can recall, Spyderco has not made, nor maintained an inventory of, sheaths for its knives. In fact, there are other knife companies that do not make, let alone maintain an inventory of, sheaths for their knives. Many outsource another company to produce the sheaths as needed for the knives they make. I did a quick Google and search of the Spyderco, Emerson, Strider, and Hinderer websites, and, as far a I could find and determine, none of these outstanding companies sell spare sheaths for the knives they produce.

Chris Reeve Knives also outsources the manufacturing of leather sheaths for its Sebenza with a local leathersmith; however, a customer will not get the leather sheath with a NIB Sebenza... if a customer would like this leather sheath, it can be PURCHASED through Chris Reeve Knives as well as a number of knife stores as an additional accessory.

[farnorthdan]

Sorry to hear about your lost sheath, like others have already mentioned, there are plenty of after market makers out there that should be able to help you out.

Welcome to the forum

[Bodog]

Hey GM, I just popped all four tires on my truck by driving over a bunch of nails. Please send four new ones...